IM-74 06/09/03 QUALITY ASSURANCE PROCEDURES
| SUBJECT: |
| QUALITY ASSURANCE PROCEDURES |
| DISCUSSION: |
| Moving the Food Stamp Program to FAMIS
has impacted how Quality Assurance (QA) staff evaluate administration of
the Food Stamp Program. Previously QA staff selected case files to
review, evaluated data collected from the file review and then targeted
problem areas for corrective action. Observation of interactive interviews
is a much more effective tool for evaluating the eligibility and benefit
determination process. Effective immediately Quality Assurance staff
will change to observing interactive Food Stamp Program interviews as they
proceed with collecting data needed to evaluate program administration.
QA staff will confer with the County Manager or IM Supervisor in an office prior to completing interview observations to schedule time and staff to participate in the review process. Immediate feedback is an important element in altering behavior. Upon completion of the observation of the interview and application process, Quality Assurance will share observation findings with the caseworker and the immediate supervisor. A quarterly report summarizing findings and targeting problem areas or best practices will be shared with Area Office or administrative staff. |
| NECESSARY ACTION: |
A Hard copy will not be printed |
| IM-73 |
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